Van Meuwen Catalogue of Garden Plants: for plants, bulbs, trees, shrubs, perennials and gardening accessories and gifts

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General

Orders can be placed by post, by telephone or via our web site. When telephoning or using our website we accept the following credit cards: Visa, MasterCard and Maestro. Our telephone lines are open 7 days a week. 8am-8.30pm Monday to Friday, 10am-4pm Saturday and Sunday. Opening times may be reduced during quieter periods. As soon as your order is placed, payment will be debited and goods reserved for you.

Cheques and credit cards are processed at the time of ordering. Invalidated credit cards and referred cheques result in your order being put on 'stop', in which case we will write to you for further instructions.

It very occasionally happens that an item is no longer available, in which case we will send you a refund or credit note. If you choose not to accept your order, please return within seven days for a refund.

Multiple Items Ordered

Each plant variety or product will be packed separately. If you order several items, these will most likely arrive on different days. Please do not be alarmed if you do not receive your entire order on the same day.

Before and After Your Order Arrives

We will do our best to ship your plants or bulbs to you at the ideal time for planting. We recommend that you prepare your soil, planting beds or patio containers ahead of time so you are ready to plant out, or pot on, just as soon as your order arrives.

You will find the name of the variety printed on the top line of the address label on your package. Please ensure that you open the packaging immediately, and carefully read through the instruction leaflet provided. For greatest success, please pot on or plant out as soon as possible, following the cultural instructions enclosed with your order.

Mistakes made by us will be rectified but please notify us as soon as possible, either by post or via our web site. You can also telephone the customer services help line on 0844 557 1850 between the hours of 9am-5pm Monday to Friday.

Anticipated Delivery Period

The anticipated delivery period is stated overleaf in your order acknowledgement. While we will do our very best to make delivery within this timeframe, weather conditions and natural light levels can affect plant growth rates and therefore may cause delivery dates to vary. In the event that your order is likely to be delayed by over 2 weeks, we will write to you and advise new delivery times. However, it is also possible that plants may be despatched up to 2 weeks earlier than stated.

Special Delivery Instructions

The majority of our products are sent by first class post, except larger items which are despatched by Parcel Force. Should you anticipate a problem with accepting delivery during the period stated, we would be happy to include a short message on your address label to request delivery to a neighbour, or for items to be left in the garage etc. It is preferable that you provide these special instructions at the time of placing your order, or at the earliest possible date to ensure we have time to amend your details prior to your order being selected for despatch.

Despatch of the product by Van Meuwen constitutes acceptance of the order by Van Meuwen.

Customer Care

We strive to provide the best possible products and level of service we can, but we are not perfect and occasionally we may fall below our own high standards. Our handling agent's Customer Care staff are there to assist you if you do encounter problems.

Help us to help you! If you do have a complaint pertaining to the quality of goods or our service, please follow these simple guidelines, which will help us to resolve the issue to your satisfaction and without further inconvenience to you:

By Telephone:

Orders 0844 557 1850

Enquiries 0844 557 1850

1. Whenever you call, please have your customer number to hand as this helps the operators to locate your details on our database.
2. At peak times of the year our telephone lines are very busy, particularly early-mid morning. We appreciate that it is frustrating being kept on hold, but we ask that you remain patient and calm until an operator becomes free to deal with your call. You may find it more convenient to call back later in the day when the lines are less busy.
3. The telephone operators will always be courteous and do their very best to resolve any issue to your complete satisfaction. In return, they expect their courtesy to be reciprocated. Irate and threatening callers are not given priority over other customers. All customers are equally important to us. We take all complaints seriously and appreciate the time and effort that customers take to bring problems to our attention.

By Post:

1. Mark your envelope 'Customer Care Department' to distinguish your correspondence from orders.
2. Please write legibly and provide as much information as possible to allow us to deal with your enquiry in the most appropriate manner. Your customer number is always helpful.
3. The Customer Care Team aims to respond promptly and efficiently to enquiries within 10 working days of receipt.

By Fax:

0870 240 3071

By Email:

Email address: care@vanmeuwen.co.uk

1. Please put your customer number and postcode into the subject box.
2. The Customer Care Team aims to respond promptly and efficiently to email enquiries within 48 hours.

5 Star Guarantee for 100% Customer Satisfaction

We promise to supply only top quality products, securely packaged so they reach you in prime condition.

• If any items do not come up to your expectations when you receive them, we will offer a replacement (subject to availability), or credit, or refund the purchase price. Just notify us within 14 days of receipt of the goods.
• If your plants show no signs of healthy growth after potting or planting, providing you followed exactly the instructions supplied, we will replace, credit or refund the purchase price if you notify us within 30 days of receipt of your order.
• If any item supplied in a dormant state (eg bulbs, bare root perennials) fails to flourish the next season, let us know and we will endeavour to replace the product at the appropriate time, or credit or refund the purchase price.
• Any plant or bulb that fails to grow true to name will be replaced, credited or refunded.
• Larger shrubs and trees are guaranteed for 5 years.

We cannot accept responsibility for items that fail to grow due to extreme weather conditions, over- or under-watering, or which have not been cared for according to the easy-to-follow instructions supplied. Our liability is restricted to the purchase price of the item ordered.

Van Meuwen is committed to supplying high quality products to recreational gardeners and households for personal use. In accordance with the established custom of the trade, VM will in no case be liable for more than the actual amount paid for a particular product on sale in the catalogues.